How will Mosaic Support be handled?
I work in one of the colleges. When I have a question about Kuali or PeopleSoft, will I be expected to call the 24/7 IT Support Center? And if the University chooses to host externally rather than internally, does that mean that the user support will be outsourced?
We'd rather say that, as a departmental user, you will be able to call the 24/7 IT Support Center if you have questions. You may well have other resources available, including online help, other individuals in your department or college, training materials, etc. But the 24/7 IT Support Center will be there for you if you want to take advantage of it. All of the trainers for Mosaic are permanent UA employees and are tied in to the 24/7 IT Support Center function. With this approach the things you learn during training, or read in the online help, or discuss with a 24/7 IT Support Center representative all come from the same source. There are no plans nor any discussion of outsourcing the 24/7 IT Support Center function.
